Live Events Duty Operations Manager

www.grapevinejobs.co.uk - Jobboard; Chiswick; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading media services provider in Chiswick is seeking a Live Events Duty Operations Manager to oversee the delivery and management of live events. The ideal candidate will have experience in live sports transmission and line management, providing technical support and ensuring seamless service delivery. This is a full-time position requiring flexibility across various shifts. Benefits include annual leave, pension contributions, health benefits, and performance recognition awards.

Benefits

264 hours annual leave

Matched up to 5% pension contributions

Health benefits including eye care vouchers

Income protection and life assurance

Regular wellness and engagement events

Performance recognition awards

Qualifications

• Experience in line management of small teams.
• Technical understanding of transmission systems and routing.
• Playout, Routing, Transmission experience in live sports.

Responsibilities

• Deliver seamless customer Live event-based services.
• Provide first-line technical support and incident management.
• Direct liaison with customers during Live Events.

Skills

Attention to detail

Ability to work under pressure

Strong communication skills

Proactive approach

Job description

The Live Events Duty Operations Manager works on the front line within a team of OUspecialists and is responsible for the delivery, continuity, management andoverall availability of all Live event-based services.

Role Summary

Location:Chiswick, London

Hours of Work:This is a full-time position that includesday, night, and weekend shifts. Flexibility is required to align with the Live Events Calendar. Rosters will be shared in advance.

TheLive Events MCR is a mission critical hub for the setting up, management,monitoring and delivery of OU (Occasional Use) services. The Live Events Duty Operations Manager works on the front line within a team of OUspecialists and is responsible for the delivery, continuity, management andoverall availability of all Live event-based services.

Thisis an Operational role with a mixture of Management, Transmission and Routingwhere you will be responsible for the planning, configuration and set up ofOccasional Use customer work orders and be the primary point of contact when onshift for all Customer and Service matters. You will also be responsible forfirst line technical support, incident management and customer enquiryresponse. You will be responsible for the events, planning and execution andwill lead by example with a hands on attitude.

The role is essential to the success ofEncompass Digital Media’s strategy to deliver and maintain the highest standardof services to our clients. This role is suited to an individual that candemonstrate service management across all Live Event Properties at bothoperational and technical levels. The successful applicant will be expected toline manage a small team of Operators as well as all supporting Freelancersassigned on event days.

Key Result Areas:

• Ensure theseamless delivery of customer Live event-based services as per technicalrequirements and contractual agreements, defined by Service Level Agreementsand work orders
• Support the EventsManagement team in ensuring consistent success of current operational processes,partake in continual improvement and the implementation of new processes
• An appreciationand understanding of Change Control in a broadcast environment
• Agile to changeas per the ever-evolving nature of broadcast technology and service deliverymethodology
• Develop andmaintain professional relationships with key internal and external stakeholdersincluding customers, suppliers, engineering and dev ops
• Ensure thefrontline delivery of high-profile events
• 1stline technical support, escalation and triage for Event based services
• Direct liaisonwith customers, suppliers and end takers in the lead up to and during LiveEvents followed up with post-event event reporting
• Follow theincident reporting process to ensure the correct triage steps are taken andensure accurate escalation.

RoleSpecific Requirements:

• A meticulousattention to detail with the ability to identify faults both at video andmeta-data level
• The ability towork in a high-pressure environment, reacting quickly and calmly in the eventof service impact – instil confidence in our customers
• Interpretationof data in a manner that will enable you to triage, report and escalateeffectively and in some cases prevent service impact
• Workcollaboratively with management and engineering departments – Be a team player
• Keenness tostrive for operational improvement with a view to improving service delivery
• Strongcommunications skills across all appropriate mediums, such as phone, written,incident reporting and production talk-back
• A proactiveapproach and the ability to use one’s initiative while protecting the bestinterests of the business and customer
• Requirement todeputise for other Live Events Duty Operations Managers in time of demand/absence
• Requirement tobe flexible in working pattern to support live event calendar
• Ability totrain new members of the team to the point of operational readiness
• Mentor colleagueswhere necessary to improved overall departmental standards
• Activelychallenge what we do and how in order to improve the service offering
• Maintainconfluence documentation with the other Live Events Duty Operations Manager
• Work in collaborationwith the Live Events Management team
• Contribute tothe sign off for new service deliveries
• Be careerfocused and be able to build on learned skills and abilities
• Lead a team tosuccess by setting the best example.

EssentialQualifications/Experience:

• Confidentcommunicator over talkback and bridge calls
• Playout/Routing/Transmissionexperience within reactive live sports
• Technical understanding of transmission systems androuting
• Line ManagementExperience of small teams.

Benefits include:

• 264hoursannualleaveperannum,inclusiveofbankholidays
• Matched up to 5% pension contributions and independent pension advice
• Health benefits including eye care vouchers, health cash plan, and 24/7 employee assistance programme
• Income protection and life assurance benefits
• Regular wellness and engagement events
• Performance recognition awards.

Next Step:

Please click the ‘apply’ button to send your CV and a cover letter via grapevinejobs.